Inbound Virtual Relationship Manager

Standard Chartered; Kuala Lumpur; Hybrid; MYR 67,000 - 100,000; Full time

Job summary

Standard Chartered is seeking an Inbound Virtual RM to service premium, priority, and private clients across markets in Mandarin, within a virtual servicing model. You will deliver high-quality frontline service, resolve queries, and provide sales support while adhering to KYC/AML guidelines.

The role requires strong relationship management, product knowledge, and the use of digital tools to enhance the client experience.

Qualifications

• Digital, tech and AI literacy
• Product and process knowledge
• Risk, compliance & conduct
• Banking processes & procedures
• Communication
• Industry knowledge – financial services
• Accountability
• Critical thinking and problem-solving
• Learning agility
• Relationship building
• Resilience and adaptability

Responsibilities

• Deliver a high-quality frontline service by resolving client queries across inbound virtual channels with minimal hand-offs and in accordance with KPIs.
• Monitor automated processes across multi-market systems and intervene when required (account, transaction, card service, wealth management, data and security).
• Track client feedback and service insights to enhance the end-to-end client experience.
• Oversee sales closure: document management, contract signing, product set-up, KYC outreach, and timely transaction confirmation.
• Identify opportunities to deepen client relationships and route to RMs or specialist channels.
• Support upgrades, engagement and retention through high-quality virtual interactions.
• Utilise digital and AI tools to inform personalised client interactions and improve productivity.
• Maintain risk discipline by complying with KYC, AML, sanctions and information security requirements.

Skills

Digital literacy

Process knowledge

Risk & compliance

Banking process

Communication skills

Financial services

Accountability

Critical thinking

Learning agility

Relationship building

Resilience

Education

SPM or equivalent

Job description

Job Summary

The Inbound Virtual RM (Premium, Priority, PP) (Individual Contributor) plays a critical role in amplifying the WRB Contact Centre’s ambition to deliver an “International Wealth Manager” experience, servicing multi-market relationships and treating every client interaction as an opportunity to create value. The Inbound Virtual RM will serve the premium, priority and private client segments on a cross-border basis in Mandarin language and plays a critical frontline role in delivering high quality servicing, troubleshooting client queries, and providing sales support. The role provides personalised, insight led client interactions within a virtual servicing model, while protecting service continuity and managing risk. The role combines strong relationship management, sound product and process knowledge, and effective use of digital and AI enabled tools to deliver a trusted client experience across markets. The role will work closely with team leaders, RMs, technology support and the operations team to perform responsibilities. All WRB Contact Centre colleagues will be measured against these 5 KPIs: high-quality service, value creation, talent development, digital enablement and operational efficiency. All role holders will also be expected to demonstrate these valued behaviours in the delivery of responsibilities: client centricity, innovation, and collaboration.

Key Responsibilities

Client Service & Experience

• Deliver a high-quality, trusted frontline service for clients by resolving client queries in a timely and accurate manner across inbound virtual channels, with minimal hand-offs and in accordance with KPIs.
• Support the function’s digital enablement by monitoring the automated processes and requests across multi-market systems and ensure timely intervention where required. Requests include account and transaction, card service (credit/debit), wealth management service, personal and contact data service, and password and security service.
• Support continuous improvement by tracking and acting on client feedback, service insights and recurring pain points to ultimately enhance the end-to-end client experience.

Sales Process Execution

• Ensure the function’s operational efficiency and a smooth cross-border client experience through product set-up walkthroughs and the documentation process, facilitate documentation signing, and resolve client queries around KYC outreach, transaction confirmation and follow-ups.
• For automated processes, oversee and monitor the sales closure (document management, contract signing, product set up status), KYC outreach, and transaction confirmation, ensuring timely intervention where cross-border, market-specific or documentation-related complexities arise.
• Enhance the client and stakeholder experience, and comply with governance requirements by tracking and raising process gaps, emerging trends and improvement opportunities.

Sales Support & Value Creation

• Contribute to value creation by supporting service‑to‑sales opportunities, including documentation support, product set‑up walkthroughs and follow‑ups initiated through service interactions.
• Identify clear opportunities to deepen client relationships and route appropriately to RMs or specialist channels in line with segment strategy and regulatory requirements.
• Contribute to affluent growth priorities by supporting upgrades, engagement and retention through high‑quality virtual interactions (where within role scope).

Digital & AI Fluency

• Deliver an efficient and consistent client service through digitally enabled tools and technologies (e.g. CRM systems, agentic AI, speech analytics, guided workflows, insights, quality monitoring).
• Inform personalised client interactions by leveraging real-time data-driven insights provided through digital and AI tools.
• Improve service quality and productivity by demonstrating learning agility and continuously building confidence and capability in new digital, AI and agentic tools.

Risk Management, Governance & Compliance

• Maintain strong risk and control discipline by complying with all regulatory, compliance and control requirements including KYC, AML, sanctions, fraud prevention and information security, while applying these in cross-border servicing and sales contexts.
• Protect clients and the Bank through secure handling of customer data, accurate audit‑ready documentation, and timely escalation of disputes, unusual activity or control weaknesses.

Skills And Experience

Must-have Skills

• Digital, tech and AI literacy
• Product and process knowledge
• Risk, compliance & conduct
• Banking processes & procedures
• Communication
• Industry knowledge – financial services
• Accountability
• Critical thinking and problem-solving
• Learning agility
• Relationship building
• Resilience and adaptability

Motivations

• Energised by solving client problems proactively, with consideration for customer personas, cultural nuances, macroeconomic factors, and the broader context shaping client priorities.
• Thrives in a virtual, fast‑paced environment that requires use of digital, technology and AI fluency, alongside sound human judgment, in support of high‑quality outcomes.
• Motivated by building trust and deepening client confidence through virtual interactions, drawing on strong relationship‑building skills to sustain engagement without face‑to‑face contact.

Experiences, Skills And Qualifications

• Minimum Educational Requirement: Sijil Pelajaran Malaysia (SPM) or an equivalent qualification.
• Require to work on rotational shift 24/7 with hybrid working arrangement.
• Fresh Graduates are encouraged to apply.
• Candidates with experience in customer service, client engagement, or sales will be preferred.
• Excellent communication skills in English & Mandarin are required to support the relevant market.
• Experience in banking and/or telesales, with exposure to general banking, retail operations, lending products, and audit requirements
• Proven ability to work effectively in a deadline- and KPI-driven environment.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us. Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What We Offer

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us. Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term